Senior Operations Manager

Senior Operations Manager

To lead a team of Managers/ Team Leaders, utilising available resource across operations, meeting planned performance and agreed service standards within budget and ensuring customers are provided with a high quality cost efficient service.

Area

Equiniti India Operations

Reports to

Operations Director

Date

March 2021

Equiniti is a leading provider of technology and solutions for complex and regulated administration and payments. Our technology platforms are used by 70% of the FTSE 100, Government and other large corporates, particularly in banking, insurance and other financial services. We have 1,700 clients, make £160 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 8 million pension scheme members, and provide services which touch 28 million customers. Over a third of the UK population has dealt with Equiniti at some point during their lives. 

Equiniti is a company that has been built with strong values at the very core of our offering. Dealing with some of the most successful companies and government agencies in the UK, excellence, integrity, professionalism, partnership, commercial and innovation are therefore at the heart of everything we do. We employ c.5000 people in the UK, India and the US and the average length of service of our employees is 12 years. 

There are five business divisions which compromise the Equiniti business (EQ Boardroom, EQ Paymaster, EQ Invest, EQ Digital and EQ by Equiniti) supported by our Group Functions. Our strategy is aimed at driving pace and growth with.

EQ India Operations team work closely with the EQ Group functions across UK, US and Amsterdam to provide operations support to Shareholder Solutions – UK & US, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre – UK and US, Reconciliations, RD:ID, Prosearch and Innovation. This service is delivered from our offices in India based out of Chennai and Bangalore. The units processes voluminous and complex transactions meeting the client SLA in terms of quality and timelines. We also have expertise in managing regulated activities, which are reportable to FCA, and these are managed by the threshold competent resources who overlook this activities.

• Deliver services to the highest possible standard, addressing any risk issues to minimise operational losses
• Ensure that staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business, actively coaching and developing all direct reports
• Monitor the team to ensure that all regulations including security measures are maintained.
• Identify, review and where appropriate implement improvements to processes in order to contribute to business efficiency goals
• When required support, plan, communicate and implement both central and locally driven changes ensuring such changes are implemented with the minimum of disruption to services
• Use the CAPA process to ensure that all adverse trends in problem occurrence and / or workflow are fully investigated and action taken to minimise the risk of re-occurrence
• Identify, plan, delegate and where appropriate manage projects ensuring these are delivered on time, within budget to specification
• Ensure that the operation unit works to support all area of our quality policy
• Ensure the operation remains compliant with all best practice standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect Equiniti’s business at all times
• Always to undertake the duties of this role in accordance with the requirements of Equiniti’s Regulators including the FCA’s Principles for Business
• Develop and maintain relationship across Equiniti that support the delivery of business KPI’s

• Effective control and use of all available resources
• Motivation and development of own direct reports
• Achievement of agreed business plans, including service standards
• Effective resolution of difficult issues and problems
• Successful implementation of centrally / locally driven changes, including staff commitment to such change
• Adherence to procedures and regulations
• Efficiency of planning
• Achievement of agreed service standards and targets
• Customer satisfaction
• Accuracy and volume of team’s work
• Quality of staff management and development
• Quality and success of continuous improvement initiatives
• Development of knowledge, competence and skills of self and team
• Effective control and maintenance of budget
• Control and maintenance of contingency plans
• Effectiveness of change management and communication

• Knowledge and experience of Financial Markets
• ICSA or IAQ qualification including “Compliance” module (must be achieved within 1 year of appointment). This is a team specific requirement
• Deliver quality to our customers
• Drive to improve results and standards
• Working together
• Taking ownership and responsibility
• Leadership
• Technical proficiency

English Oral Communication:

• Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon
• Explains the reasoning behind what is being said to ensure understanding and acceptance

English Written Communication:

• Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter

Presentation / Facilitation:

• Adept at using a range of presentation/facilitation skills in order to draw out a consensus view, within a group discussion.
• Uses facilitation skills on a one-to-one basis to develop ideas and opinions

Performance Review & Development:

• Objectively assess the performance of others in accordance with the process, assessing capabilities and potential
• Give constructive feedback in order to identify individual’s development needs.
• Maintain consistency and fairness throughout the process

Budgeting:

• Undertake and use management techniques to monitor financial resources for specific business unit/projects

Project Management:

• Uses project management techniques to support and/or undertake projects recognising and planning for particular areas of uncertainty
• Ensure that work undertaken (either by an internal / external consultant) constitutes the planned end product, meeting the requirements of the business

Change Management:

• Communicate and explain change effectively
• Plan and implement changes gaining commitment and understanding, minimising disruption to our service

Organisational Awareness:

• Has a very good understanding of the Group’s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business
• Able to assess the impact of change on products, systems, processes and people
• Develop and maintain relationships with key contact in all relevant areas

Environmental Awareness:

• Has a good understanding of the business environment in which Equiniti operates and of industry best practice
• Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti’s business and overall aims, including relevant IT industry developments
• Maintain an understanding of competitor services and initiatives and how they may be turned to advantage

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Please note any offer of employment is subject to satisfactory pre-employment screening checks.